Level 1 Service Desk Associate

As a Level 1 Service Desk Associate, you play a crucial role in providing technical support and assistance to end-users. Your responsibilities include responding to and resolving IT-related incidents and service requests escalated from the Level 1 Service Desk team. You will diagnose and troubleshoot hardware and software issues, both remotely and in-person, to ensure timely issue resolution. Additionally, you will provide guidance and support to end-users in using IT systems, applications, and hardware effectively through voice-based technical support. In case of complex technical issues, you will escalate them to Level 2 support or relevant teams while maintaining ownership of the incident. It is crucial to document all incident details, including the steps taken to resolve the issue, in a knowledge base for future reference. Meeting or exceeding service level agreements (SLAs) for incident response and resolution times is essential in this role. Qualifications required for this position include a Bachelor's degree in Computer Science or a related field, relevant IT certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional are a plus. Previous experience in a Level 1 Service Desk role or similar IT support position is preferred. Proficiency in troubleshooting Windows and/or Mac operating systems, strong verbal and written communication skills, and a customer-oriented mindset are necessary. The ability to work under pressure and meet deadlines is crucial for success in this role.,